ServiceNow (Advanced) Integration

Custom Integrations

ServiceNow (Advanced) Integration

Why ServiceNow(Advanced)

fromLightSpeed PM?

Without the LightSpeed PM ServiceNow (Advanced) Integration, Foglight requires:

• Administration of AD accounts manually on the FMS • Users listed in SNOW must be added/removed to

Foglight as they change• This must be performed on every FMS individually

• Foglight forces how the ticket creation and categorization occurs

• There is a finite set of fields to work with which are not configurable

• Matrix comparison of features found on pages 15 and 16

LightSpeed PM - Silver+ Quest Partner


Allows SNOW to determine how to

create and categorize the

ticket

Allows SNOW to assign to a group

or individual

Allows for creation of multiple, highly configurable fields

to transport

Uses Services and integration to

deliver alerts to open tickets - not

ID constrained

Expand the capabilities of ticket creation and updates


Simplify ServiceNow Integration With LightSpeed PM’s Custom Cartridge


Advanced Rich UI for All Functionalities

Customizable Command Line Invocation SupportCustomizable REST

Invocation Support

• Create/Update tickets

• Ability to export data

• Flexible parameter definitions

• Auto Annotate Alarms with returned information

Remote Administration of solution across servers

Decision Engine fortotal / precise control• 20 levels of granularity

• Severity Level control

ServiceNow (Advanced) Integration Highlights

Pattern Editor: easily access the information related to the alarm

No Groovy required

Access to dozens of fields to easily provide values to parameters

A dozen common operators available to easily avoid any coding

Use of Groovy scripts for power users

Use of Groovy scripting with complete injected flow context

Ability to reject/delay ticket generation

Persisted Queue so no events are lost

Guaranteed delivery

Keep history for rejected, failed and successful operations for total

control

Pause or delay control

Consumer Thread settings/control as to manage concurrency and

volume.


ServiceNow (Advanced) Integration Alarming Features


Auto Acknowledge Alarms

Alarm Transition Support

Alarm Flood Prevention

Close ticket only when the last alarm in

transition has been cleared

All transition information is accessible from the

Pattern Editor

Update tickets when alarm is transitioning from one severity to

another.Can be either to higher

severity only or any transition

Can be Turned ON or OFF

ServiceNow (Advanced) Integration Command Line Flow


ServiceNow (Advanced) IntegrationWeb Service Flow



–RESTful API

Flow


A rich UI within the solution presents the various mappings produced by the decision engine

ServiceNow Integration – Decision Engine

No Service

With Service

Low Priority

High Priority


ServiceNow (Advanced) Integration Changing Settings


ServiceNow (Advanced) Integration Mappings Editor

Combinations

Multiple Mappings

Filtering


ServiceNow(Advanced) Integration

–Field Editor


ServiceNow(Advanced) Integration

–Pattern Editor


Foglight comparison to ServiceNow (Advanced)Function OOTB SNOW Integration Advanced

Create a ticket from an alert X X

Uses REST API X X

Customizable Web Service/REST invocation support X

Customizable Command Line invocation support X

Clear/Acknowledge Alarms Polled 15 minutes Automatic/Realtime through REST

Close ticket when last alarm is cleared X X

Auto Annotate Alarms with returned information (Ticket number or other information) X

Ability to reject/delay ticket generation X

User overrides – Customer can define ticket impact/urgency X

Assign a ticket to a username/idAcquired from SNOW

Not required – assignment based on values in mapped fields

Pattern editor to easily access many of the information related to the alarm. (No groovy required)• Access to dozens of fields to easily provide values to parameters• A dozen common operators available to easily avoid any coding

X


ServiceNow (Advanced) Comparison (continued)Function OOTB SNOW Integration Advanced

Ability to send multiple additional custom fields – Pattern editor for user friendly/easy configuration x X

Use of groovy scripts for power users, including complete injected flow context X

Decision engine for precision control• 20 Levels of granularity• Severity Level control

X

Log History for failed attempts X

Pause or Disable Ticket Creation X X

Manageable Mapping -Up to 20 different Levels from generic, Rule Level, Service Level down to a specific Topology Object (Map once and apply to all FMS’s)

X

Remote/Centralized Administration from one FMS (for multi-FMS environments) X

Persisted Queue so no events are lost• Guaranteed delivery• Keep history for rejected, failed and successful operations for total control• Pause or delay control• Consumer Thread settings/control as to manage concurrency and volume.

X

Alarm Transition Support• Can be turned ON or OFF• Update tickets when alarm is transitioning from one severity to another.• Can be either to higher severity only or any transition• Close ticket only when the last alarm in the transition has been cleared• All transition information is accessible from the Pattern Editor

X


ServiceNowIntegration

–System

Requirements

Minimum required

FMS version5.9.3

Supported

Database

Minimum

Version

MS SQL 2008v 10.0.1600 or later

Oracle 9i R2

MySQL 5.1.45

PostgreSQL 9.4.0


Performance Monitoring customized to your unique environment

Ten plus years of providing Professional Services to Quest customers revealed these enhancements to be most requested modifications.

Let us take Foglight’s out of the box capabilities and enhance for your unique environment.

Contact: [email protected]


mailto:[email protected]

Documents

ServiceNow (Advanced) Integration